Discovering CX Transformation
Based on her PhD in CX and her 25+ years of experience driving CX transformation programs globally, dr. Zanna van der Aa explains the core concepts of Customer Experience transformation, navigating you through the sense and nonsense, sharing do's and don'ts, lessons learnt and successful, inspiring interventions.
She combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work. Always connecting it to her vision of creating more Human Centric organisations by focusing on the three pillars of successful CX transformation: customers, employees and purpose.
Discovering CX Transformation
Interview Naiara Cantabrana (Randstad) | Human Centric CEO Series | EPS#38
What does it take to make a business thrive for the long term? Hint: It’s not just about profit. In this heart-to-heart conversation, Naiara and Zanna discuss how human-centric leadership can be a game changer. Naiara, who has spent two decades at Randstad, reflects on the lessons she’s learned about aligning business goals with the well-being of employees and customers.
Prefer the video version? Check out on YouTube!
For timestamps see below.
We dive into topics like psychological safety, compassionate leadership, and why culture really does eat strategy for breakfast. Naiara reveals the practical steps leaders can take to foster a culture where employees feel safe, valued, and motivated. From balancing short-term pressures with long-term human-centric goals to real-life stories of compassionate decision-making, this conversation is packed with insights and actionable advice that every leader needs to hear.
Recorded in Barcelona in November 2024.
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Want to know more about me?
LinkedIn: / zannavdun
Blog: https://zannavanderaa.com/blog/
Podcast: https://open.spotify.com/show/1A3Liso...
Newsletter: https://zannavanderaa.com/cxleague/
(00:17) Introductions and podcast origin story
(01:29) A shared philosophy on CX and EX
(02:40) Naya’s journey: from organizational psychology to leadership
(05:08) Transitioning from business to HR
(05:59) Passion for leadership and culture
(06:52) Human-centricity: why it matters to companies
(08:31) Human-centric decision-making explained
(10:07) Risks of ignoring human-centricity
(11:25) Meas
Accelerate in Experience Academy
Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.
🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.
👉 Start your journey: https://academy.zannavanderaa.com/en
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com